MPS VAS Technical Solutions Representative

Description -

At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function, is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences, and perspective they bring. That’s how we work at HP. And this is how ideas and people grow.

Job responsibilities

Logs the call in to a data base
Ensures that the customer is entitled to the service, validate customer contract details
Manages all French BF HW service requests and enquirers of customers received through different access channels
Manages customer expectations and identifying customer problems and solve them
Performs re-entitlement and clarification
Contacts customer for DBD needed.
Monitors the service event through completion for compliance.
Handles timely elevation and/or escalation, when get complex problem
Coordination of support activities and planning and dispatching of HP resources
Participates in projects for process or quality improvements.
Provide feedback for operation excellence.
Manages multiple tasks or cases simultaneously with minimal supervision.
Working independently while using standard protocol when needed to respond to customer issues. Moderate judgment is used to supplement the outlined process.
Successfully resolve moderate to more difficult technical issues (related to hardware and software) from incoming customer contacts and proactive notification systems.
Respond to service, product, technical, and customer-relations questions on subjects such as features, specifications, and repairs on current and discontinued products, parts, and options, based on customer entitlement (for example warranty, enterprise and some mission-critical).
Proactively assist customers to avoid or reduce problem occurrence.
Participates in projects for process or quality improvements.
May act as a mentor to lower-level employee working on similar hardware and software.

Key deliverables

Process descriptions are strictly followed.
Focus on customer satisfaction.
Ensure all inbounds and outbound calls are managed on time (SLA)
Worked out cases in given timeframes (Turn-Around-Time)
Ensure cases are worked out according to the quality criteria and requirements.
Personal targets are achieved.
Strictly follows company policies, procedures, and Standards of Business Conduct

Education & Qualification

High school education or equivalent.3- 5 years general experience, or equivalent combination of Experience and college level education
Experience in relevant technologies and customer environments

Other requirements

Excellent language skills, depending on the scope: English/Frensh

Personal skills and qualities

Excellent verbal and written communication mainly in Frensh,English other, language will be considered as an advantage.
Team worker
Ability to work under pressure
Excellent analytical, soft-skills and problem-solving skills
Excellent customer service skills
Phone and remote support experience
Experience in customer-facing role, remote support, telephone, e- support, e-chat or similar.
Computer proficiency with applicable software applications (for example Microsoft Office, CAD, Adobe Suite, programming.
Has recognized technical skill in the range of products supported within relevant product lines – A4, A3 Gemstone devices and DesignJet PL30 s.
Knowledge and experience using Knowledge Management systems.

Job -

Services

Schedule -

Full time

Shift -

No shift premium (Tunisia)

Travel -

Relocation -

Equal Opportunity Employer (EEO) -

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

If you’d like more information about HP’s EEO Policy or your EEO rights as an applicant under the law, please click here: Equal Employment Opportunity is the Law Equal Employment Opportunity is the Law – Supplement